Software End-user Training for Packaging Industry – A Case Study

A global leader in packaging solutions launched a new HRIS system, WorkDay – a cloud-based financial and human capital management enterprise application – to streamline its daily operations. They approached CommLab India, a leading e-learning solutions provider, to develop the online end-user training modules for this tool. To know how CommLab India successfully completed this project, I’ve interviewed Sushmitha K, one of CommLab India’s instructional designers who worked on the project. Here is what she had to share.

Who were the end-users of the tool?

Sushmitha: Employees all over the world were required to use this new HRIS system. So they wanted an organization-wide training solution to equip end-users adopt the WorkDay HRIS system based on their roles (HR Manager, Manager etc.), without a major time lapse. The training was to be conducted in English and 9 other major international languages to cater to a global workforce and this was to be delivered within a month.

What were the challenges faced?

As the HRIS system was being updated simultaneously to suit their workflows, it was a challenge to capture the steps in sync with the updates and ensure the training material was current. Overcoming this issue and communicating effectively with the software implementation partner, taking into account the varying time zones and tight deadlines were the major challenges for us at CommLab.

Also, as the end-users were to be trained on executing the processes without any time lag, the output had to be visually gripping to aid knowledge assimilation and retention.

So, what was the solution you provided?

We provided a Smart Electronic Performance Support System (EPSS) by creating videos and job aids for the 2 employee groups: Co-workers and Managers. The job-aids included detailed step-by-step procedures with screenshots for executing the various processes and the videos were not more than a couple of minutes long explaining how to execute each process. Each video started with a corresponding character (Co-worker/Manager) asking a set ice-breaker questions to orient the end-users with the process being explained. These job aids and videos were later translated into 9 different languages.

What was the tool used to develop the training?

The process steps were first captured using the rapid authoring tool Adobe Captivate and then converted to mp4 format. These files were later integrated with the character videos and the final output was delivered using Adobe Premier.

How did you manage the translation process into 9 major international languages?

That wasn’t so tough but not a cake walk either. We changed the language settings in the tool to the required language, executed and recorded every process. This was done in 9 major global languages. Job-aids were translated by updating screenshots of the system in the corresponding languages.

How did the team successfully complete the project within the prescribed time?

For this, our instructional designers analyzed the software to become familiar with each process, the different roles involved, and approvals needed for successful execution. For best and timely results, our staff worked closely with key HR personnel on-site in Zurich and provided the basic information needed to proceed with the process captures. Through synergistic work and constant communication with the client, we successfully delivered 100 videos and 280 job-aids within 30 days.

This is what Sushmitha had to say about her experience in working on the software end-user training project for a multinational packaging company. Hope you enjoyed the interview. Please share your views in the comments section.